Tier 2 Customer Technical Support Agent

About the role

This Tier 2 Customer Care Agent position sits at the heart of the customer care organisation, solving complex, high-impact customer issues and acting as the technical backbone of the team. Most of the time is spent resolving cases, working closely with Tier 1, engineering, product and registry partners to deliver fast, high-quality results, while also improving processes and reducing repeat issues.

Key responsibilities

• Resolve complex, non-standard customer issues related to domains, DNS, identity services, APIs and platform behaviour.
• Act as the main escalation point from Tier 1, owning each case through to resolution.
• Troubleshoot using API logs, EPP flows, system logs and command-line tools, with a focus on root cause.
• Diagnose and fix advanced DNS issues such as zone configuration, propagation problems, record conflicts and registry-specific behaviour.
• Investigate domain lifecycle issues across gTLDs and ccTLDs, including transfers, renewals, restores, migrations and ICANN-related edge cases.
• Support software and platform issues, working with engineering and product teams when deeper investigation is needed.
• Identify patterns and recurring problems and feed them back into product, engineering, training or automation initiatives.
• Maintain clear case documentation and contribute to internal knowledge bases and AI-driven support tooling.
• Coach Tier 1 agents and guide escalations to raise team capability.

Success criteria

• Complex cases resolved efficiently and correctly.
• Strong first-time resolution and escalation closure rates.
• Reduced repeat issues thanks to clear fixes and documentation.
• High-quality technical investigations and written responses.
• Positive feedback from Tier 1, engineering and product stakeholders.
• Contributions to operational improvements, not just ticket throughput.

What we offer

• Monthly gross salary of 3,281,000.
• Prepaid medicine coverage.
• Life insurance.
• Birthday day off.
• Indefinite-term labour contract with all legal benefits.